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Overview

The Verba Desktop Recorder is responsible for recording screen capture videos on the desktop PCs of contact center agents. 

Screen recording starts when a conversation is started on the numbers associated with the agent and recording stops when the conversation is terminated. The recorded video is automatically uploaded to the Verba Media Repository where it is precisely combined with the corresponding conversation audio.

The recorder has a minimal user interface on the agent's desktop, designed to ensure the agent is not disturbed during work, but status assessment and troubleshooting are very easy for the IT team.

Conversation popup panel

The conversation popup appears at the beginning of the conversation, and the recording can be paused with the pause button. It also places pause/resume markers at the waveform in the web player.

Taskbar notification icon

The Verba Desktop Recorder presents its current status on the Windows taskbar notification area in the form of an icon.

The following table describes the different icon recorder states:

IconDescription
Idle
No ongoing screen/audio recording. System is working properly.
Recording 
Screen/Audio recording in progress. System is working properly.
Paused  
Screen/Audio recording is paused. System is working properly.
Inactive/Disabled 
Screen recording is disabled or inactive. Network or configuration problem.
Error  
Critical error occurred. Desktop recorder is not operational.
It is possible to disable this icon and make the desktop recorder completely invisible/silent by changing the SilentMode variable through the Verba administration web interface.

Status messages

Users can get detailed status messages by moving the mouse over the Verba icon in the taskbar notification area.

In the tables below <user> means user names, <extX> means phone extensions.

Normal operational states
 

Icon status messageExplanation
Configuring...The desktop recorder is being reconfigured by the Verba node manager.
Initializing...The desktop recorder is starting up.
Idle username - <ext0>, <ext1>Everything works properly, the screen recorder is ready for the next conversation.
Inactive - Recording is disabledEverything works properly, but screen recording is administratively disabled (though e.g. API calls).
Recording <user> - <ext0>, <ext1>Screen recording in progress.
Paused <user> - <ext0>, <ext1>Ongoing screen recording is paused (e.g. for PCI DSS compliance reasons).

Error states

 
Icon status messageExplanationPossible resolution steps
Inactive - Not connected to databaseSQL Server database connection cannot be established.
  1. Verify that the SQL Server is available from the desktop PC
  2. Verify the database login credentials configured in the Verba Media Repository
Inactive no user - no extensionsUser and phone extension are not configured for this desktop recorder.
  1. Verify that the user logged into the desktop PC with a name that is configured for recording in the Verba Media Repository.
  2. Register the user name for recording in the Verba Media Repository.
Inactive <user> - no extensionsUser is configured, but no phone extension is associated.
  1. Verify that the user has an extension associated with it in the Verba Media Repository.
Inactive - No recorders configuredNo recorder servers are configured. Messages about conversation start and termination will not be received.
  1. Verify that the recorder servers are properly configured
Inactive - Not connected to any recorderNo recorder servers are available. Messages about conversation start and termination will not be received.
  1. Verify that the recorder servers are properly configured
  2. Verify that the recorder serves are accessible from the desktop PC (firewall issues)
Configuring...The desktop recorder is being reconfigured by the Verba node manager.-
Initializing...The desktop recorder is starting up.-
Idle username - <ext0>, <ext1>Everything works properly, the screen recorder is ready for the next conversation.-
Inactive - Recording is disabledEverything works properly, but screen recording is administratively disabled (though e.g. API calls).-
Recording <user> - <ext0>, <ext1>Screen recording in progress.-
Paused <user> - <ext0>, <ext1>Ongoing screen recording is paused (e.g. for PCI DSS compliance reasons).-
Critical ErrorSystem is in critical error state from which it can not go back to normal operation.
  1. Try restarting the desktop recorder service
  2. Try restarting your PC
  3. Try reinstalling your desktop recorder
  4. If all these fail, please collect logs and contact support.